Earlier this year, Ad Victoriam Solutions, along with The University of Georgia’s Terry College of Business, hosted a Digital Transformation Symposium, where Brian Johnson, DataScan’s Director of Client Success, spoke on how his company underwent its digital transformation. During Brian’s session, he talked about winning over their stakeholders and users and advancing the plan by following a three-stage approach. Here’s how it went…

DataScan, known as the industry leader in commercial lending and inventory risk management solutions, made a significant change in how they supported, communicated, and interacted with customers when they underwent their digital transformation. By connecting siloed systems across their company, they put the pieces together to redefine the customer experience.  

The adoption of new technology comes with great benefits. Sometimes that is efficiency, innovation, or keeping up with trends. For DataScan, it was all of the above.  Digital transformations alter the operation of business’ workflows, systems, cultures, and so much more for the better. As for DataScan, they leaned heavily on their legacy system. 

This led to some very tedious processes that warranted swiveling data back and forth between different systems in an effort to track the status of support cases, account management and communications. They needed a single source of truth to manage the service, sales, and marketing departments in one platform. They struggled with employee collaboration, external communication and dashboard reporting. 

Realizing the vision for new technology seemed easier than it was. Technical and organizational complexities were intimidating. However, with an outlined strategy, project transparency and focus on the end state, DataScan underwent a successful transition.

And with high hopes ahead for their Salesforce org, DataScan’s vision was to move all customer data to Salesforce to develop a 360-view to enable high-quality CX and personalized experiences. 

In doing so, winning over their stakeholders and users and advancing the plan required an orderly and smart approach.

Stage One: Initial Stakeholder Buy-In

Stakeholders are essential members of large projects, especially digital transformations. They are the board members, leaders of departments, employees, customers, and supporters of your organization. Stakeholders may agree or disagree on decisions made by leaders, but the goal is unity. 

• As a team, they concluded their systems needed upgrades, data migration, a community unique to them, Experience Cloud and Service Cloud. All of which catered to their customers and met their goals. They were able to have a platform that enables them to store and manage customer data. 

Stage Two: Outline a Plan That Works

During the planning phase, they designed their solution to be fully functional and aligned with their goals. 

• Engaging with clients in a consistent manner is pivotal in their success, so undergoing a digital transformation that connected silos within their business was a priority. Communicating with clients in a cohesive, unified way was the objective of their client-facing digital transformation. 

Stage Three: Focus on Adoption 

Collaboration was key.

• Throughout their progression of implementing, supporting and promoting their efforts, collaboration allowed teams to adapt to the new system. Investing in technology is a huge commitment, however, building relationships and loyalty in customers pays off which was their goal. 

If your company is struggling with growth or it takes numerous team members to execute manual processes that could be solved with automation, it’s time to consider a digital transformation…and it doesn’t have to be a difficult process. Let AdVic show you how.

Digital Transformation Resources:

Watch Brian Johnson’s April 2021 Digital Transformation Symposium Presentation

Digital Transformation 101: Your Questions Answered

Five-Steps to a Successful Digital Transformation

Preparing for a Digital Transformation

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AVS’ Solution

Over the last three decades, DataScan has established itself as the industry leader in the wholesale asset finance technologies and risk management space. They provide technology and insights that help their customers to efficiently account for, protect and grow their business and manage their risk. A foundation of knowledge sharing, responsiveness, and commitment to growth underpins DataScan’s relationship with its customers and feeds a collective passion for future-focused, proactive problem-solving.

Following a thorough examination of DataScan’s issues, AdVic’s consultants recommended a solution that included implementing and integrating Salesforce Service and Community Clouds in Lightning.

Prior to its new platform implementation, DataScan was utilizing Zendesk.

Steps to a Successful Platform Implementation

The carefully-crafted steps involved in DataScan’s implementation were highlighted by these six:

– Customized the claim process to route tickets into a queue so agents could “claim” the ticket triggering a transfer of the ticket to the agent. This allowed agents to service tickets faster.

– Integrated products with case objects enabling DataScan to access needed data to support each of their customers’ sandbox (software). This enabled visibility into their customers’ sandboxes, allowing DataScan to provide higher quality, more personalized support, increasing customer satisfaction.

– Integrated data from DataScan’s org into their account object so the service team can provide support based on DataScan’s org. This step enhanced DataScan management’s ability to make data-based decisions when needed.

– Routed all communications through the Community portal to allow for case comments and conditional highlighting indicating message origin. This implementation increased readability and sped-up communication digestibility.

– Designed a managed team process and workflows whereby each customer could self-assign licenses based on role and add permissions to profiles/hierarchy. Their customers also now have the ability to add new contacts, view those contacts and manage their own communication preferences. Providing this self-serve system for customers frees employees from these tasks to focus on other company initiatives.

– Built custom Communication objects, permissions, and document cloning triggers to enhance document management functionality from an “all or nothing” function enabling the ability to easily upload and download documents.

The skilled Ad Victoriam team of Sales Cloud developers and consultants are experienced in cloud computing, CRM and Salesforce solutions, delivering proven results to small and large businesses in any industry. We offer consultation, implementation, integration, and customization all of the Salesforce clouds to help grow your business. To get started today, click here.

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